Knowledge Management

Discussion Eight
December 13, 2015

Discussion Contents
Measuring KM Initiatives
ROI
5 Steps of Measurement

Measuring KM Initiatives
Know Why ----> Intellectual Capital
Know How ----> Procedure
Generally Accepted Accounting
Principles (GAAP) has not built any
standard for measuring IC so far

Return on Investment
ROI calculation in KM initiatives is a
five
stepped
comprehensive
measurement and evaluation process

Evaluation Framework: Step-I

Categorizes different types of data at
different times from different sources
Surveys, Questionnaires
Interviews
Focus groups
Observation
Performance records, reports,
statements

Evaluation Levels

Process Model: Step-II

Used to plan and implement the
evaluation with a focus on post
implementation time frames. Its
designed to ensure that data is
collected, analysed, and reported
following logical and sequential
steps.

Process Model: Step-II

Operating Standards: Step-III

Used to ensure consistency in the
approach/ methodology of
measurement:
Helps in comparative analysis
Trend analysis
Process analysis

Implementation: Step-IV
Helps in integration of routine
knowledge model with the
assessment model

Can have resource issues

Leadership support
Fear
Unavailability of implementers/ KM
project members

Application: Step-V

More likely reporting

Showing results
Shows project impact
Have more facts and figure

Intangible Measures
Increased employee satisfaction
Increased organizational
commitment
Improved teamwork
Improved customer service
Reduced complaints
Reduced conflicts